The Quality Imperative: Lessons and Potential

The following sections are included:

• Emerging Trends in the Measurement and Management of Quality

• Trend 1. Measuring Quality: from Structures to Processes, from Processes to Outcomes

• Trend 2. Improving Quality: From Professional Practices to Organization

• Trend 3. From Measurement and Improvement to Improvement and Measurement

• Toward a More Integrated Approach

• The Challenges

• Elaborating an Organizational Framework

• Organizational Change: New Practices of Management

• Control by Quality

• Measures of Quality and Performance: From a Piecemeal to a Multidimensional Approach

• Future Directions

• From a Hospital to a Societal Perspective

• Driven by the Consumer: Rhetoric and Reality

• Notes

• References